Global
It was Kevin Stirtz who said, “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
Who answers calls when your current and prospective customers call? Do they have the ability to handle situations in a professional and efficient manner?
Delivering exceptional customer service over the phone can be just as impactful as in-person. Hence whether your organization has few employees handling calls or many employees in a call center, the truth is, the more competent they are the more likely you are to retain your customers and convert prospective ones.
This course will help participants learn to make the most of their every telephone-based contact, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which will be explored in detail throughout this interactive and practical course.
Course Objectives
After completing this course, participants will:
Course Content Details:
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
Post-Course Assessment
Training Information
Delivery: E-learning (interactive, self-paced & convenient, and affordable)
How It Works: Using the unique login information we will send, simply access our learning portal with your browser and start learning.
Our training is self-paced and so you’ll take it at your convenience – any time of the day that suits your schedule and as frequently as you like until you finish the course.
Anywhere you stop temporarily is automatically saved so when you resume you continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send periodic reports to your organization until all employees complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We will be in touch with all participants to encourage and support them until they finish. Our clients' employees always achieve high completion rate.
Learning Outcome: The learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and self-paced ownership of the learning.
Participants will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. They will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How to enroll
Option 1 (ideal for employee training)
To enroll your staff, please send the following to staffelearning@learnsmart.com.ng:
Once we receive the above information, we will send you an invoice for payment to be made. After payment, we will brand a learning portal for your organization, enroll your staff, and send emails with theirunique login information and how to start training.
Option 2
Click on the "Enroll For This Course" button, checkout and make payment with your ATM card. You will receive youruniquelogin information by email and start training.
Option 3
Pay or transfer course fee into any of our bank accounts listed below and notify us through enroll@learnsmart.com.ng. We will register you and instantly email your unique login information for you to start training.
Our Bank Account Information:
Account Name: Paradigm Learning Services
Zenith Bank: Account No: 1013876190
GTBank: Account No: 0159084910
Access Bank: Account No: 0047876850
It was Kevin Stirtz who said, “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
Who answers calls when your current and prospective customers call? Do they have the ability to handle situations in a professional and efficient manner?
Delivering exceptional customer service over the phone can be just as impactful as in-person. Hence whether your organization has few employees handling calls or many employees in a call center, the truth is, the more competent they are the more likely you are to retain your customers and convert prospective ones.
This course will help participants learn to make the most of their every telephone-based contact, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which will be explored in detail throughout this interactive and practical course.
Course Objectives
After completing this course, participants will:
Course Content Details:
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
Post-Course Assessment
Training Information
Delivery: E-learning (interactive, self-paced & convenient, and affordable)
How It Works: Using the unique login information we will send, simply access our learning portal with your browser and start learning.
Our training is self-paced and so you’ll take it at your convenience – any time of the day that suits your schedule and as frequently as you like until you finish the course.
Anywhere you stop temporarily is automatically saved so when you resume you continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send periodic reports to your organization until all employees complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We will be in touch with all participants to encourage and support them until they finish. Our clients' employees always achieve high completion rate.
Learning Outcome: The learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and self-paced ownership of the learning.
Participants will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. They will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How to enroll
Option 1 (ideal for employee training)
To enroll your staff, please send the following to staffelearning@learnsmart.com.ng:
Once we receive the above information, we will send you an invoice for payment to be made. After payment, we will brand a learning portal for your organization, enroll your staff, and send emails with theirunique login information and how to start training.
Option 2
Click on the "Enroll For This Course" button, checkout and make payment with your ATM card. You will receive youruniquelogin information by email and start training.
Option 3
Pay or transfer course fee into any of our bank accounts listed below and notify us through enroll@learnsmart.com.ng. We will register you and instantly email your unique login information for you to start training.
Our Bank Account Information:
Account Name: Paradigm Learning Services
Zenith Bank: Account No: 1013876190
GTBank: Account No: 0159084910
Access Bank: Account No: 0047876850
